GSS - Guaranteed Standard of Service
Our independent regulatory body, OFWAT lays down minimum standards of service that we must reach. South Staffs Water feels that the best way to make sure we meet those standards is to always strive to exceed them. However we realise that, despite everyone’s best efforts, things can and do go wrong. Therefore in many circumstances we have voluntarily increased the amount of compensation that we will pay you if we fail to meet certain standards.
We will pay you £20 if we do not meet our guidelines for:
- Making and keeping appointments
- Installing a non-household meter at your request.
We will pay you £20 or £50 depending on the type of premises, if we do not meet the industry guidelines for:
- Notifying you about planned work that will interrupt your supply for more than 4 hours.
- And/or restoring your supply in an emergency situation such as a burst water main.
We will pay:
- £10 if we do not despatch 2 metered bills within 12 calendar months.
- £25 if you experience persistent low pressure over a period of 28 consecutive days on at least, two occasions lasting one hour or more.
If you feel that your water pressure is consistently low a pressure-recording device will be fitted. This will allow us to monitor the water pressure, and if necessary, take remedial action.
We will also pay:
- £30 if we do not respond to your written complaint or bill enquiry within 10 working days.
- £30 if we do not tell you within 5 working days that we can not accept your request for a change of payment method.
Related Links
Water Pressure|Emergencies|
Meters|
Complaints Procedure|